Refund policy

Last updated: 4 April 2026

This page explains, in plain language, how refunds work on Tuse. It summarises Part D of our Terms and Conditions (Clauses 15–17). Where anything on this page differs from the Terms and Conditions, the Terms and Conditions govern.

1. How refunds work

When you book a job, your payment is held in escrow inside the app — Tuse holds it, not the artisan. The artisan is only paid once the job is marked complete. If a job doesn't happen, or is cancelled, or a dispute finds in your favour, the money that's still in escrow comes back to you rather than being released.

This only applies to jobs paid for through the app. Paying an artisan directly in cash or by transfer, outside the app, falls outside escrow and outside our refund and dispute process entirely.

2. Cancelling a booking

You can cancel a confirmed booking from the app. How much is refunded depends on how much notice you give:

• More than 12 hours before the scheduled start: full refund, less payment processing fees where these can't be recovered.
• Between 2 and 12 hours before: 75% refund.
• Less than 2 hours before, or after the artisan has arrived: 50% refund, or a lesser amount that reflects work already done and costs already incurred.

Cancelling for reasons of safety, a misrepresented job scope, an unlawful request, or harassment does not attract a penalty.

3. If the artisan doesn't show up

Report it in the booking. Because your payment is still in escrow, the artisan hasn't been paid — nothing has left your side. We return the funds and help you rematch. Repeated no-shows count against an artisan's record.

4. When a refund applies

A refund may be granted in full or in part where a service was not performed, was materially incomplete, or was materially different from what was booked.

Refunds are not ordinarily granted for dissatisfaction with a service that was properly performed, for a change of mind after the job is complete, or where you prevented the job from being completed. This doesn't limit any refund, repair or replacement right you have under the Federal Competition and Consumer Protection Act 2018.

5. How to request a refund

Raise it through the in-app dispute function within 48 hours of the job being marked complete, or before you confirm completion, whichever is earlier. Do not mark the job complete if something is wrong — this keeps the payment in escrow while it's looked at.

We may ask both you and the artisan for evidence, which can include photos, in-app messages, quotations and receipts. Submit anything requested within 48 hours.

We aim to review complete submissions and issue a decision within 5 business days. The outcome may be a full release to the artisan, a full refund to you, a partial refund with partial release, or a re-do of the work at no extra cost. If you're not satisfied with the outcome, you can ask for it to be escalated internally within 7 days.

6. Refund method and timing

Approved refunds go back to your original payment method, or to Tuse Wallet credit if you'd prefer. We initiate approved refunds within 5 business days; how long the money then takes to actually appear depends on your bank or card issuer.

7. Your statutory rights

Nothing in this policy limits any refund, repair or replacement right you have under the Federal Competition and Consumer Protection Act 2018, or your right to complain to the Federal Competition and Consumer Protection Commission.

8. Questions about a refund

Tușe Support Team
Email: info@tuse.ng
Phone: +234 707 403 2138
Or raise it directly on the booking in the app.